Returns and exchanges
What you can return, how long you have, and how you get your money back.
Last updated: [date the owner approves these terms]
Some details on this page are still being confirmed. They are shown in brackets.
Check before you pay or when it arrives
At the showroom you can see, weigh and smell every piece before you pay.
For a delivered order, please open the parcel when it arrives and message us at once if anything is wrong. A short video of the unboxing helps.
Farmed agarwood and oil
Unopened products in their sealed packaging can be returned within [7 days] of delivery for a refund or an exchange.
Wild one-off pieces
A wild piece bought online can be returned within [3 days] of delivery if it has not been burned, cut or altered. We check its weight against our record.
Pieces chosen in person at the showroom can be exchanged within [7 days] with the receipt.
What cannot be returned
Products that were burned, opened, cut or altered. [CITES permit fees once the application has been filed.]
Wrong or damaged items
If we sent the wrong item or it arrived damaged, tell us within [48 hours] with photos. We replace it or refund you in full, delivery included.
How to return and get your money back
Message us on Zalo or WhatsApp at +84 896622000 with your order number. You can bring the item to the showroom or send it back; [the customer pays the return delivery] unless the mistake was ours.
We refund to the original payment method or by bank transfer within [7 working days] of receiving and checking the item.